Refund Policy

We don't print until you love it. That's our promise — and our refund policy is built around it.

The "no print without approval" promise

Every piece goes through one critical step before production: you approve a digital preview.

• We send the preview within 48 hours (online) or one week (studio).
• You can request up to two free design revisions.
• We do not start production until you say yes.

If your preview doesn't move you — even after two revisions — request a full refund. No questions, no fee.

Full refund — within 30 days of order

You can request a full refund within 30 days of placing your order if:

• You haven't approved your preview yet, or
• You approved but the final piece doesn't match the preview, or
• You changed your mind for any reason before production starts

To request: contact us with your order number. Refunds are processed to the original payment method within 5 business days.

After approval and production

Once you approve your preview, we start crafting your piece. At that point:

• The piece is made specifically for you (one of one — your iris)
• We can no longer refund the production cost
• But we can still help if something goes wrong (see "Damaged" below)

Damaged in transit

If your piece arrives damaged, we replace it free.

Contact us within 7 days of delivery with:

1. A photo of the damaged piece
2. A photo of the shipping box (if also damaged)
3. Your order number

We'll send a replacement on expedited shipping. You don't need to return the damaged piece (we send a prepaid label only if we ask for it back).

Manufacturing defects

If your piece has a defect we missed (color shift, lamination bubble, frame issue) within 30 days of delivery, we replace it free. Send us photos.

After 30 days, manufacturing defects are still covered for 1 year — partial credit toward a replacement, depending on wear.

Lost in transit

If your tracking shows "delivered" but you didn't receive it, follow these steps:

1. Wait 24 hours
2. Check with neighbors and your building manager
3. Contact your local FedEx office
4. Contact us — we'll file a claim and replace the piece if confirmed lost

Wrong size or design ordered

If you accidentally ordered the wrong size or wrong design, contact us before approving your preview — we'll switch it free of charge.

After approval, switching requires a new preview cycle (we'll keep the original on hold). Sizing differences may incur a price difference.

How to request a refund

Email us with:

• Subject: "Refund — order #XXXX"
• Your order number
• Brief reason (no detail required for the 30-day window)

We respond within one business day, usually within a few hours.

Refund timing

• Approval before refund: instant
• Processing to your card: 5–10 business days (depends on your bank)
• Shop Pay / Apple Pay / Google Pay: 3–5 business days
• Buy Now Pay Later (Affirm/Afterpay/Klarna): processed by the provider per their terms

What's not refundable

• Gift cards are non-refundable but never expire and can be used any time
• Custom rush orders (priority production for tight deadlines) are non-refundable after we accept the rush
• Studio session no-shows without 48-hour notice forfeit a $75 session fee